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PEOPLE JUDGE THE INTANGIBLE BY THE TANGIBLE
A "service" is consumed at the time it's purchased. It can't be picked up and examined like a tool in the hardware store. You can't kick the tires of a service. To try it is to buy it. As a result, consumers look for signals that indicate what kind of service they will receive. Surprisingly, they also judge the quality of the service by similar tangibles.
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Favorite Book 2007
The Toyota Way is my favorite book for 2007. It had so many good ideas that I could not keep up and ended up reading it again and even buying the Field Book to go along with it.
Download Elegant Solutions from Change This which provides some highlights of the Toyota Production System. Too many ideas that are applicable to contractors to even count!
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